Action: Without UPC, rebate won't be sent

On April 25, I purchased a computer package that was supposed to include three rebates. I waited for two weeks to make certain that the machines were all functioning properly, then sent in the rebate orders. I then disposed of the boxes, as I had no idea they were needed any further.

When ordering the rebates, I included a copy of the sales ticket showing when and where I purchased the machines and the rebate request form. There was a request for a "UPC" number. I did not know what that was but thought it was the number on the receipt. In the past that was all that was needed for a rebate, but I admit that these were just for a few dollars.

I received two e-mails regarding the rebates stating they would not be sent. When I called to inquire why, I was told it was because I had not enclosed something called a UPC code. I explained that I had never heard of this and asked where it was on my sales slip. To my shock I learned that this was the term that they use for what is usually called a bar code. I was told I was supposed to send this off the box. When I said this was not clearly written on the form, I was told nothing further could be done.

I spoke to two additional people who also refused to help me. Certainly I cannot be the only person who did not know what a UPC code is. I am looking at $250 worth of lost rebates and never would have made the purchase if I had known that there would be such a hassle. I cannot read minds and don't have the inside track on business terminology. Any help you can give me will be greatly appreciated. Theressa Placke

Response: Unfortunately, we are not going to be able to help you. In Action's experience, instructions for rebates are very specific and must be followed to the letter. Companies have the right to refuse to honor a rebate request if it is not properly submitted. We have not encountered any companies that make exceptions if the application is incomplete.

Keep in mind that any rebate request that is not fulfilled is money in the company's pocket. Although we can only imagine that it would be rare in the case of rebates of several hundred dollars, many rebates for lesser amounts are never even redeemed.

The term UPC (universal product code) is quite common nowadays, and UPC numbers are generally among the requested information when submitting rebate requests. We are sorry that you have to learn about this when the amount was so significant. Although we caution readers against making a purchase based on a rebate, it's hard not to be tempted when it's so large. For future references, here's a quick summary of Action's tips on getting rebates:

First, make sure you send in the offer by the expiration date. It won't do you any good to buy a product in the hope of getting a rebate if the offer has expired. Pay attention to the wording of the rebate. We have encountered rebate requests that were denied because they were to be mailed on, not by a specific date.

Then, make a copy of everything you send -- the receipt, completed form and any other requested information such as the UPC number, etc. Keep the box or carton your purchase came in until you get your rebate in case you get a card back requesting something you neglected to send in. Before you pitch the box, however, make sure you won't need it if you have to return the product for exchange or repairs.

Make a note of the date you mail your request.

If you don't get the rebate within the specified time, write to the manufacturer, enclosing a copy of everything you sent in. (The manufacturer's address is generally on the product.) Do not write to the rebate company. Special post office boxes are often set up to handle rebates, and once the offer expires, they are closed.

Finally, under the Federal Trade Commission's Mail or Telephone Merchandise Rule, companies are required to send rebates within the time promised or within 30 days.

Although the FTC does not become involved in individual consumer problems, it looks for patterns of possible law violations. Complaints may be made by writing to: Consumer Response Center, Federal Trade Commission, 600 Pennsylvania Ave. NW, Washington, DC 20580; or by calling toll-free cq-877-382-4357. Complaints may also be filed online at the FTC's Web site, www.ftc.gov.

Bed ruffle received

On April 11, 2001, Direct Source cashed my check for $23.90 for a bed ruffle I have yet to receive. I have contacted the company by phone and mail and sent it copies of both sides of my check. Finally I was assured the order was sent this past April. I've still not received it. Please see what you can do. Ann Smith

Response: Direct Source's A. Soss in Orangeburg, N.Y., said the company received a letter from you dated Jan. 27, regarding your beige lace bed ruffle. When it could not locate your order in its records, you were sent a letter requesting additional information as well as a copy of your canceled check. According to Soss, that information was only recently received, along with a note stating you had not replied sooner as you were out of town.

The bed ruffle was shipped to you May 10. Thanks for letting us know you received it.

-- Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, (727) 893-8171, or, outside of Pinellas, toll-free 1-800-333-7505, ext. 8171, to leave a recorded request.

Requests will be accepted only by mail or voice mail; calls cannot be returned. We will not be responsible for personal documents, so please send only photocopies. If your complaint concerns merchandise ordered by mail, we need copies of both sides of your canceled check.

We may require additional information or prefer to reply by mail; therefore, readers must provide a full mailing address, including ZIP code. Names of letter writers will not be omitted except in unusual circumstances. Letters may be edited for length and clarity.

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